TGK Automotive Specialist

We fixed what the dealership said to fix correct We also advised you not to fix the Timing cover that the dealership said to replace cause it was leaking witch it was not The part that is bad in your car is the oxygen sensor witch we diagnosed for you at no charge Weather the deal fixed the car or we did you would still have to replace that oxygen sensor Witch was not on the qoute from the dealer nor from us Do to the fact that your catalytic Converter was bad there was no way for us or the dealer to know that part had failed So yes you are correct there where many conversations trying to explain this and help you make sense of it all We offered a very big discount for you to have it fixed here to help you out You refused that and the last time that you car was in that is all that it needed to be fixed to bring it back to 100% The rest of the work was completed and the car was in great shape Plus you saved money by not replacing a part that you where told by the dealer that was bad I'm sorry you feel this way and that the communication got lost some where We must not have done a good job explaining everything So if you want to come in and get that oxygen sensor replaced we would be more then happy to help you out there

This is not true it would be brought to us and we would have a company that we do business with come and pick it up and do the install with a Lifetime warranty and better equipment then Mach one is putting in I went over this on the phone and offered that at the time Along with trying to build a relationship and get the bad taste of someone out of our control braking into there truck That has only happened three time in years there Just bad luck on that one I guess The offer was for a install done not by TGK but by a professional Audio shop with a lifetime warranty

Myself and my service manager both offered to take care of the issue and the customer declined our offer. We offered to install a better system in there truck then it came in with along with a life time warranty on it. We just needed the truck for a day and would have it all replaced and... good to go. Instead of them taking the offer he just threatened me with legal terms and laws. I told him I was not trying to argue with him I was trying to amend the relationship and help them out. I understand the bad taste he has in his mouth but we offered to take care of it and let him know there are bad people out there that is out of our control.

I am rejecting this response because: The Service Manager offered to pay for the new stereo but under the conditions that they install it at their shopThe life-time warranty and labor would be void if the company that sells the stereo does not do the installWe would never bring our truck back to their place of business because they can't be trusted to take reasonable care with our vehicleEven the service manager agreed that if it happened to him he would probably not bring his vehicle back into their care eitherThey are offering for one of their auto mechanics to install the stereoThe all of the wiring that is left in the dashboard could be compromised due to the theftTheir mechanics are not experts at installing this if the wiring doesn't work to our speakers in the front, in the back, to the volume switch on the steering wheel, we have not recourse to have it fixed or problems addressedTheir statement that it would be under warranty is falseThen when talking to the owner, he offered for us to bring it to an audio shop that one of his friends ownsBut under the same circumstances of having his auto mechanic installing it, which would again void the warranty for future repairsThey need to pay for the cost of the stereo and the installation at the shop where purchase so it will be under warranty

Initial Business Response /* (1000, 9, 2015/11/12) */
Customer Came in to our shop with their own part; asked us to install the partWe asked the customer if they would like us to check out the vehicle to ensure that it indeed needed the part they wanted replacedThe customer declined the
inspection and stated that " My father had the same issue and his car needed a water pump" So we replaced the provided water pumpWe bled the cooling system and checked for leaksWe also test drove the vehicle and all was working properly as this is our standard procedure after a repairCustomer called us a few days later and stated they drove the vehicle hours away to StCloud and on the way back they noticed the vehicle was overheating; we told the customer we would be happy to look it over but the customer said that the vehicle was in another shop out of town; that the shop had said they had a bad hose clamp; the vehicle didn't have any bad clamps when in our possession that we could see while replacing the part provided; customer would not pay for any diagnostic workThe customer strictly wanted part installed and no other work or services providedIf the clamp had been bad when leaving our shop they wouldn't of been able to travel to the end of the block let alone hours to StCloudThe vehicle would of overheated immediately
Initial Consumer Rebuttal /* (2000, 11, 2015/11/20) */
The consumer indicated that he/she accepted the business response

I am rejecting this response because:I told your company what the dealership told me. Your response to that was bring your car to us so we can take a look at it and "Verify" if that is truly what needs to be fixed. I fixed the parts based off of your recommendation since your company is an auto repair shop. You did not fix what the dealership said was wrong you looked at it and decided that there was other parts that needed to be fixed. So to clear up the misunderstanding if you were not doing a thorough diagnostic that should have been mentioned. I did not chose to fix my car there because it was cheaper I chose to fix it there because the dealership could not get my car in for a week and I needed my car back. There was never a time I left your auto repair shop and my check engine light stayed off for more than 12 hours. That is not quality work that also tells me that you did not fix what needs to be fixed. When I took my car home for the last time your shop said that all that needed to be fixed was my oxygen sensor. Guess what I fixed that and my check engine light was still on. So if your company was not going to fully look at the car and make an accurate decision this also should have been mentioned. We can certainly pull all the phone conversations from my cell phone company and I am happy to do that so that a 3rd party can hear the conversations that were had. I have attached the documents from the dealership document 3-21_1 and 3-21_2 please see the information on parts about the middle of the page. At the end of the day you did not fix my car you made it worse.

I'm sorry you feel that way. Just to be clear and clear up your misunderstanding you brought your car to the dealer and had them diagnose us then came to us told us to replace the parts that we replaced and you did not want us to diagnose for a fee.  You said the dealer already did and this is...

what is needed.  You had us do the work cause we where cheaper then the dealer witch is typical.  We also diagnosed for you for free when you came back with one of the same issues cause we wanted to help you out and felt bad the dealer misdiagnosed it for you.   We did do that for free and gave you a estimate of the other component that needed to be replaced that the dealer missed from there estimate.

We fixed what the dealership said to fix correct.  We also advised you not to fix the Timing cover that the dealership said to replace cause it was leaking witch it was not.  The part that is bad in your car is the oxygen sensor witch we diagnosed for you at no charge.  Weather the deal fixed the car or we did you would still have to replace that oxygen sensor.  Witch was not on the qoute from the dealer nor from us.  Do to the fact that your catalytic Converter was bad there was no way for us or the dealer to know that part had failed.  So yes you are correct there where many conversations trying to explain this and help you make sense of it all.  We offered a very big discount for you to have it fixed here to help you out.  You refused that and the last time that you car was in that is all that it needed to be fixed to bring it back to 100%.  The rest of the work was completed and the car was in great shape.  Plus you saved money by not replacing a part that you where told by the dealer that was bad.  I'm sorry you feel this way and that the communication got lost some where.  We must not have done a good job explaining everything.  So if you want to come in and get that oxygen sensor replaced we would be more then happy to help you out there.

This is not true it would be brought to us and we would have a company that we do business with come and pick it up and do the install with a Lifetime warranty and better equipment then Mach one is putting in.  I went over this on the phone and offered that at the time.  Along with trying to build a relationship and get the bad taste of someone out of our control braking into there truck.  That has only happened three time in 11 years there.  Just bad luck on that one I guess.  The offer was for a install done not by TGK but by a professional Audio shop with a lifetime warranty.

Myself and my service manager both offered to take care of the issue and the customer declined our offer.  We offered to install a better system in there truck then it came in with along with a life time warranty on it.  We just needed the truck for a day and would have it all replaced and...

good to go.  Instead of them taking the offer he just threatened me with legal terms and laws. I told him I was not trying to argue with him I was trying to amend the relationship and help them out.   I understand the bad taste he has in his mouth but we offered to take care of it and let him know there are bad people out there that is out of our control.

I am rejecting this response because:
The Service Manager offered to pay for the new stereo but under the conditions that they install it at their shop. The life-time warranty and labor would be void if the company that sells the stereo does not do the install. We would never bring our truck back to their place of business because they can't be trusted to take reasonable care with our vehicle. Even the service manager agreed that if it happened to him he would probably not bring his vehicle back into their care either. They are offering for one of their auto mechanics to install the stereo. The all of the wiring that is left in the dashboard could be compromised due to the theft. Their mechanics are not experts at installing this if the wiring doesn't work to our speakers in the front, in the back, to the volume switch on the steering wheel, we have not recourse to have it fixed or problems addressed. Their statement that it would be under warranty is false. Then when talking to the owner, he offered for us to bring it to an audio shop that one of his friends owns. But under the same circumstances of having his auto mechanic installing it, which would again void the warranty for future repairs. They need to pay for the cost of the stereo and the installation at the shop where purchase so it will be under warranty.